SELPHY CP1500 using SELPHY Photo Layout v4.0.0 not connecting to Google Photos

[natalielugowsk]

Running Selphy on Android 14. Since the recent update I've been unable to access Google Photos (service previously connected).

I get this error for both wifi and cellular data:

Failed to acquire Web Service information. Check your Internet connection.

[Rmehdi]

Hi Stephen

Any news? We are stuck with a device that doesn't function. I literally just bought this about couple months ago to make our daughters scrapbook. This is very concerning that we cannot print. We have always trusted Canon for quality products.  

Would you please escalate this

Thank you 

[natalielugowsk]

Bump! Is there a way to escalate this to the app devs?

[jmorty732]

I have the exact same issue. Been waiting for over a month for someone at Canon  to at least enable Sharing to the printer from Google Photos. This should be a basic function for a Photo printing app. BASIC.

This App update has taken what used to be an enjoyable experience to an infuriating one.

I am a Canon product loyalist. My patience is wearing very thin.

At least provide the old version of the app as well for people to use. If this isn't fixed soon, I will never buy another Canon product again. At minimum Canon should at least acknowledge the issue here.

Unbelievable.

[Rmehdi]

This is a shame that Canon doesn't stand behind their products. They have fully ignored the customers. Why do you sell this product if you cannot support it? This is unbelievable unprofessional.

This is was the very last Canon unit 

[considerations]

Same for me as well, but I’m using an iPhone with a CP1500. Losing the N-up feature was very disappointing and now I am constantly having connection issues. It’s really too bad. The printer itself is great, it’s just the app. Is it possible to downgrade back to the previous version?

[natalielugowsk]

FWIW I found this contact email address through the Google Play store listing and reached out: [removed email address per Community Guidelines]

No response yet though.........

[natalielugowsk]

Temporary workaround - Android only (if you're comfortable downloading APKs from somewhere other than Google Play store).

I found Selphy v3.1.0 [removed link per Community Guidelines]

[Stephen]

The Community isn't intended for immediate or technical support. If your question is urgent, click HERE to visit your My Canon Account to discover your personalized support options.

If you're outside the USA, please click HERE for support options. 

[Stephen]

The most current apps will always be in the App Store. Your device or location will dictate the specific version of the app and features available to you. 

We've heard some people have run into bugs in the past if they have a Google Pixel or a very new version of Android (or other interdependent apps). This is because Pixels get the latest updates before other users. 

You must have the Canon Print app and the SELPHY Photo Layout app. You can get both of them at https://canon.us/spl 

[Patrick]

Hi natalielugowsk,

Please try disconnecting your Google account from the app and then re-adding it.

To do this, please open the SELPHY Photo app and follow these steps:

1.  Tap the 3 line icon in the upper right.

2.  In Menu, tap "Disconnect from the web service". 

3.  Tap Yes to confirm.

4.  Tap the "X" in the upper left corner.

5.  Tap the Back icon in the upper left corner.

6.  Tap Photos.

7.  Tap the selection box at the top.

8.  Tap the Display Web Services button.

9.  Tap the Google Photos icon.

10.  Tap Next.

11.  Select an account or "Use another account" and log in.

12.  If you agree, tap Continue.

13.  If you agree, tap Continue again.

14.  Your Photos folder should now appear and you will be able to access your images.

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